Logs, Monitoring and Statistics
An overview of measuring tools available in VCC Live® Desk.
Table of Contents
Logs provide detailed records of your calls, chat and email entries, user activities and status.
|CDR||A call detail record. It includes details of all incoming and outgoing call data for a specific project. Data includes details such as caller and called contact’s name, call time and duration, terminated and rejected calls, as well as call voice recordings. See CDR Log.|
|Chat||Includes all chat data, including transcripts. See Chat Log.|
|Includes the total number of emails sent, as well as email size, direction, and more. See Email Log.|
|Mobile CDR||Includes all details of incoming and outgoing call data handled via the VCC Live® App for a specific project. Data includes caller and called contact’s name, call time and duration, terminated and rejected calls, as well as call voice recordings. See Mobile CDR Log.|
|SMS||Includes the total number of SMS sent, template used, results, calculated costs, and more. See SMS Log.|
|User Activity||Includes logs for what activities supervisor users have attempted or managed to carry out, including log-in requests, setting updates, deletion of a Robinson list entry, and more. See User Activity Log.|
|User State||You can keep track of agents’ states to find out, for example, when agents are on a call, use a break code, log in or out, or exceed the allowed break limit. See User State Log.|
Monitoring tools enable you to observe and check your calls, users, and quotas.
|Call Wallboard||You can track current changes in the number of calls. See Call Wallboard.|
|Inbound Wallboard||You can track current changes in the number of incoming calls. See Inbound Wallboard.|
|Real-Time Monitoring||You can monitor user status and inbound/outbound calls in real time. See Real-Time Monitoring.|
|Quota Wallboard||You can track current changes related to your quotas. See Quota Wallboard.|
Statistics present quantitative data about your databases, dispositions, calls, and more.
|Database||An overview of your database. See Database Statistics.|
|Disposition||An overview of your disposition statistics. See Disposition Statistics.|
|Global Call||An overview of call statistics for all projects. See Global Call Statistics.|
|Global Inbound||Reports for all inbound calls, including SLA (time allowed for answering calls), total number of calls, currently queuing calls, picked-up-in-time calls, etc. See Global Inbound Statistics.|
|Project-Specific Call||Includes all outgoing call data for a specific project. See Project-Specific Call Statistics.|
|Project-Specific Inbound||Includes all incoming call data for a specific project. See Project-Specific Inbound Statistics.|
|Project-Independent CDR Search||Allows you to search CDR (Call Detail Record) logs. See Project-Independent CDR Search.|
|Weekly Inbound||An overview of your weekly inbound call statistics. You can also get tips on the ideal number of agents for your project based on recent statistics. See Weekly Inbound Statistics.|
|Webhook||An overview of recent and ongoing Webhook activities, including global and project-specific requests. See Webhook Statistics.|